HR Associate at Crowdniks Industries Limited
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Crowdniks - Call Centre Supervisor - Customer Service (2-4 yrs)
Responsibilities:
- Supervise daily operations of the call centre team.
- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets
- Train, monitor, and motivate call centre agents to implement efficient sales, service, and contact centre processes for the highest performance levels.
- Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance
- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction
- Analyse and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction
- Collaborate with other teams to resolve customer issues and improve overall customer experience
- Develop and implement training programs to improve representative skills and knowledge
- Conduct performance evaluations, provide coaching, and implement corrective actions as needed
- Oversee all non-sales functions including call quality control, call routing, IVR, and technical support issues.
- Handle escalated customer inquiries and complaints.
Requirements and Skills:
- Associate's degree in Business Administration, Communications, or a related field
- At least 2 years of experience in a call center environment, with a proven track record of achieving performance targets
- Excellent leadership, communication, and interpersonal skills
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Experience with call center software, technology, and systems, such as ACD, IVR, and CRM
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required